Designing social customer care
Discover the secret to win over the heart of your clients and foster loyalty.
Social Customer Care is a golden opportunity to connect with your clients’ emotions and gain their loyalty. Listen to what they say and discover how you can also win their hearts.
In this community everything revolves around our clients. Join now and learn to communicate effectively with them.
Social media has changed the way we communicate with brands and take care of our customers.
The number of clients that reach us via social networks has a very significant impact on a brand, its reputation and, therefore, the sales volume of the company.
What do you do when you call your mobile telephone operator to resolve a problem with an invoice and they put you on hold for 15 minutes?
What happens when the hotel confirmed that it had Wi-Fi and they put you in a room with terrible coverage? And how about when you go to a restaurant that was recommended to you and the waiter is extremely rude?
The first thing that you share with your family, friends and followers, is this bad experience you have had with a given brand.
Clients are increasingly more demanding.
Winning them over is complicated and it requires good care.
For the first time in history, it is the client who decides how, when and where to talk to brands. And in the meantime, what are companies (like your company) doing?
They seek to capture new clients and forget about existing clients.
They fail to understand that existing clients represent less expenditure and probably spend more on their products and services.
Their customer care strategy on social media is deficient.
They do not focus on the concept of creating experiences centered on the client and generating the same experience no matter the contact channel the customer chooses.
They treat customer care as an expense rather than an opportunity to learn from their clients.
Normally, they pass customer complaints from one department to another in a constant battle to respond more quickly, even if the response fails to resolve the problem.
They lose more clients than they gain.
By failing to treat clients as actual people and show genuine concern in relation to their problems, these clients disappear.
Clients have only one wish: to have the brands from which they purchase make them feel special (more so when it is their first purchase).
They seek a personalized response tailored to their needs.
I am Billie Sastre, social customer care consultant specialized in Latin Markets.
My work helps customer service managers and business owners to improve their online reputation, increase their sales and create a higher degree of engagement with clients.
The way in which you interact with your clients can make your business grow or place you in dire straits.
The decision is in your hands. If you want to build better relations with the people who purchase from you and transform them into ambassadors of your brand, this is the place you have been looking for.
Start to win over your clients’ heart
En lo que a atención al cliente en medios sociales se refiere, Billie es una referencia a seguir y evangelizadora. Billie no sólo ha desarrollado e implementado estrategias de atención al cliente de forma exitosa en grandes empresas de este país, si no que además ha logrado revolucionarlas con su metodología.Trabajar con ella es sinónimo de innovación y resultados.Víctor Martín